— Reference
Troubleshooting common issues.
Most vScan issues fall into three categories: connection problems, scan errors, and display issues. This page covers the common causes and fixes.
Connection errors
Key validation fails
If clicking Connect shows a validation error, check the following:
| Error message | Likely cause | Fix |
|---|---|---|
| “Invalid key format” | Key contains non-hex characters or is not 64 chars | Copy the key again directly from the email |
| “Key not found” | Key does not exist in the AskarLabs system | Double-check you used the correct key; contact support if the issue persists |
| “Key expired” | Premium key with a lapsed subscription | Renew your subscription in the portal |
| “Connection timeout” | Server cannot reach the AskarLabs API | Check outbound HTTP is allowed; see firewall note below |
Firewall / outbound HTTP blocked: vScan needs to make outbound HTTPS requests to the AskarLabs API. If your hosting provider blocks outbound HTTP from PHP, you will need to whitelist the AskarLabs API domain. Contact support for the current IP ranges.
Domain already bound
If you see “Domain already bound to a different key”, it means the key was previously connected on a different domain.
- If you migrated domains, you will need a new API key bound to the new domain. Contact support with your old and new domain names.
- If you are testing on a staging subdomain, use a separate key for each environment.
Scan errors
Scan stuck in progress
If the dashboard shows a scan in progress that never completes:
- Wait at least 2 minutes — very large inventories can take longer than usual.
- Refresh the page. If the progress indicator is gone, the scan may have completed in the background.
- If the scan is still showing after 5 minutes, it may have failed silently. Try triggering a new manual scan.
- Check your PHP error log for
vScanentries — a fatal error during inventory collection can leave the scan in a stuck state.
If the issue persists across multiple scans, contact support with your PHP version and WordPress version.
Scan completes but no results
If a scan completes but the results table is empty:
- Confirm the API responded successfully by checking the browser console for network errors on the dashboard page.
- Ensure the API key is still valid — the settings page should show a green Connected badge.
- Try disconnecting and reconnecting the API key, then run a new scan.
Display issues
Dashboard shows “No scan data yet” after a scan has run:
This usually means the scan result was not saved to the database. Check that your WordPress database user has INSERT and UPDATE permissions on the wp_options table.
Score shows 0 immediately after installing:
A score of 0 before the first scan is expected — the plugin has nothing to report yet. Click Scan Now to run the first scan and generate your initial score.
Results table is blank on mobile:
Ensure your WordPress theme is not applying a max-width: 0 or overflow: hidden to the admin page body. The results table is responsive but requires a minimum width of approximately 360px to render correctly.
If you are unable to resolve an issue using this guide, contact support with your WordPress version, PHP version, plugin version, and a description of the problem.
